Service Performance Manager

**Introduction**:
Star Aviation is Australia's most dedicated ground handling service provider, partnering with 19 airlines across 9 airports Australia-wide. We pride ourselves on being big enough to manage, yet small enough to care

**Description**:
Reporting to the Airport Manager (dotted line to HOSD) the Service Performance Manager is responsible for managing and improving the day-to-day operations within the airport to ensure efficient and high-quality service is provided to all clients and stakeholders. The role requires a strong understanding of airport operations and the ability to work collaboratively with various stakeholders, in particular QANTAS and Cathay Pacfici, to maintain the highest level of service provided by Star Aviation.

Service Delivery

Provide Assessment, Feedback and Oversight on all SLAs for relevant airline partners in your Port or Region

Proactively manage stakeholder relationships with all relevant airline partners in your Port or Region

Partner with Airport Manager and Duty Manager/s to resolve any identified service delivery failures.

Attend to Airline and Ground Handler supplier requirements relevant to the contractual obligations within commercial agreements, ensuring these obligations as well as the delivery of service are achieved.

Where Service Delivery failures are identified, work with the Duty Manager and Airport Manager to remedy them.

Identify opportunities to provide innovation to the Star Aviation offering and add value to the client experience.

Play a lead role in the identification of new services and support the Senior Leadership in the transition and implementation of these services.

Manage resources against contract and financial budget utilising appropriate decision making, ensuring positive financial outcomes.

Participate in regular meetings with the Client and Stakeholders to report on performance related KPI's and operational issues.

Influence and drive the team to deliver a high-performance culture, committed to quality and outstanding client service.

Manage and maintain all electronic reporting including any company approved software for recording tasks and other functions required as either customer or company inherent requirements.

Work with relevant stakeholders to ensure staff levels are appropriate for operational requirements.

Management of GSE

Responsible for supporting the Operations team in the overall management of GSE that is used for operational purposes at the airport.

Support the Operations team in ensuring the safe and secure operation of all Ground Servicing Equipment.

Guide the Operational Leadership in following the approved reporting process for any equipment deficiency, malfunction or incident

People Management

Lead and manage the team operationally to ensure compliance with the contractual obligations.

Drive a safety culture across the team.

Manage performance issues and ensure staff are competent in their roles.

Training

In collaboration with Airport manager along with the safety and Compliance team, identify any training needs.

Schedule and manage appropriate training sessions for training delivery and verification.

Prepare for, conduct and document both training delivery and assessments, using approved airline training program to address company’s training needs.

**Skills and Experiences**:
Previous experience in Aviation client management - Essential

Subject Matter expert in Ground Handling - all areas

Stakeholder relationship management experience

A high degree of personal resilience, demonstrated through the ability to work through difficult issues, whilst remaining professional and keeping your eyes on operational change and performance improvement.

Prior experience in the management of teams.

Demonstrated achievements in managing, motivating and leading teams.

Strong problem-solving and decision-making skills.

Proven ability to work well as part of an innovative team as well as work independently as required.

Excellent organisational, time, task, planning, and priority management

A valid Aviation Security Identification Card (ASIC)